Every month, we bring you the best resources from the Internet to help you navigate customer retention and customer experience issues.

This edition of VOZIQ’s Customer Intelligence Newsletter includes a handful of resources containing ideas and action plans for dealing with the current pandemic crisis and preparing for the future while still keeping your customers at the forefront.

We hope you will find this useful!

How to Tailor Your CX Priorities to Fit Your Firm’s Strategic Focus- My Customer

Customer intimacy enables businesses to deliver a service that is proactive and personalized. Proactivity requires a lot of insight into customers. The risk is that the desire for intimacy is often one-sided – companies desire more intimacy with customers than vice versa – and unwanted intimacy is known is otherwise known as stalking.

Over the next five years, the creation of data services and tools that augment the customer’s experience will be a critical source of differentiation. Understanding how data and analytics create value will be a key skill for creating superior value propositions.

The author has shared some good tips on creating great CX strategies that we are sure you will find insightful.

Insurance Trends: Strategies for Growth and Customer Retention- Forbes

Customer retention could remain a challenge in the coming months and years, but we believe that growth and retention will rest heavily on service-based strategies that improve customer experience.

Also, adding value to existing relationships by offering innovative noninsurance products and services could help insurers retain business in the long run. In order to do this, mergers and partnerships will prove to be very important.

This author has identified five trends and strategies for insurance market leaders.

Customer Acquisition vs. Customer Retention: What Should You Focus On?- BusinesstoCommunity

Customer Acquisition or Customer Retention?

The short answer is that there are good reasons to put effort into both, but to truly determine what percentage of your time, effort, and resources should be allocated to each, there are some key things to consider.

This resource includes some good pointers about how to evaluate this question.

Insurance Trends: Strategies for Growth and Customer Retention- Forbes

Customer retention could remain a challenge in the coming months and years, but we believe that growth and retention will rest heavily on service-based strategies that improve customer experience.

Also, adding value to existing relationships by offering innovative noninsurance products and services could help insurers retain business in the long run. In order to do this, mergers and partnerships will prove to be very important.

This author has identified five trends and strategies for insurance market leaders.

How to Build Your Customer Experience Roadmap?- CustomerThink

According to a Petrova Experience survey, two-thirds of the organizations they surveyed have not prioritized customer experience in their budgets and overall strategy, but there is no better time than now to start this process.

This article uses a case study to explain more about organizational alignments and priorities for focusing on a Customer Experience Roadmap.

Craft Your Customer Obsession Strategy- Forrester

Only 15% of enterprise firms are customer-obsessed today. This isn’t because executives are against the idea of putting the customer at the center of business decisions. Everyone nods along to that notion!

The problem is that leaders don’t know how to operationalize customer obsession with their firms. Who should do what? How long should it take? What might it cost? Creating a framework that companies can use to answer these questions became a research goal.

This article explains three steps to build a strong customer obsession strategy.

Call Analytics Statistics for 2020- UCToday

In a world where the market for CX solutions will reach around $3.4 billion by 2023, successful analytical tools have never been more critical.

Organizations need a complete view of everything from why your clients decide to connect with you to what it takes to create a successful interaction. With the right tools for collecting statistics and analyzing trends, businesses can ensure that they provide the best possible experience for their clients. This increases your chances of long-term sales and reduces the risk of losing consumers to your competitors.

Thriving in Customer Experience on a Tight Budget- CustomerThink

Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. This strengthening better aligns offerings and ways of doing business in ways that matter to customers and are hard for competitors to copy.

The author has shared the necessary priorities on creating a great CX strategy that we are sure you will find insightful.